Live call view: live transcript and answers during calls

The live call view puts your call on a full page. What's said shows as a live transcript, Tonet fills in the call's details, and answers to the caller's questions show up beside them. There's nothing to set up.

Example: the live call view▶ Play again

(555) 010-0142Call ended · 0:52

This call

✦ Tonet fills these as you talk · × removes

Calling about

✦ AC blowing warm air, at home

Quote

✦ $89 diagnostic visit, goes toward the repair

When

✦ Thursday, 10 AM

Promised

✦ A confirmation text with the address

Next step

✦ Text the confirmation

Call tags

✦ booking · AC repair

1. YouThanks for calling, this is the front desk. How can I help?
2. CallerHi, my AC is blowing warm air. Can someone come take a look?
3. YouSure. Is this for a home or a business?
4. CallerHome. What does a visit cost?
   ✦ AnswerA diagnostic visit is $89. It goes toward the repair if they go ahead.Knowledge · what your team tells callers
5. YouA diagnostic visit is $89, and it goes toward the repair if you go ahead.
6. CallerOK. Do you have anything this week?
7. YouThursday at 10 AM is open. Want it?
8. CallerYes, Thursday works.
9. YouBooked. I'll text you a confirmation with the address we have on file.
10. CallerGreat, thanks.

Call ended. Tonet checks it in about 40 s, against the recording.

Ask Tonet, write a note, or say “text them …”MuteHoldKeypadTransferTextEnd

Open the live call view

Calls open in it by themselves: it's how every account takes calls, unless you picked the small card. A call you place, or one ringing in, waits as a tab in the top bar until it's answered.

• On the small call card, click the expand icon (Full page).
• ‹ Dashboard puts your calls in the top bar as tabs while you use the rest of Tonet. Hover over a tab for the last lines, Tonet's newest notes, Mute, Hold and End. Click Open the call to go back.
• ⋯ › Small card switches to the small card. Your next calls open the way you last picked.

What's on the page

✦ Tonet fills these as you talk · × removes: what Tonet heard is marked ✦. Click × to remove it, or click any value to type your own. Contact details you type save to the contact right away. A number with no contact gets one.

Answers beside the caller's question

When the caller asks something your Knowledge answers, the answer shows beside their question, with where it came from. One Tonet isn't sure of says worth checking.

When Knowledge has no answer, Tonet says Looking it up… and checks what it knows about your business. For questions about the world outside it, like another company's prices or a public rule, it also searches the web. The answer is marked Tonet AI · worth checking, with links to its pages. Tonet looks things up at most 5 times a call, and never searches the web about the caller's own order, account or appointment.

Ask Tonet or write a note

Type in the box at the bottom (Ask Tonet, write a note, or say “text them …”):

• A question, ending in ? or starting with words like what, how or can: Tonet answers on the right.
• Anything else is a note: Your note · your team sees it. Notes stay in the transcript on the call's page.
• "text them …": Tonet writes the text and shows it with Undo. After 5 seconds it's sent from the call's line. To write your own, click the text icon at the bottom.

To ask about something said, click the line or select some words, then click ✦ Ask Tonet. The answer goes beside it, marked Tonet AI · you asked about this.

Transfer with a note

1. Click Transfer at the bottom.
2. In Find a teammate, team, contact or number, pick who. Teammates show Free, On a call, Busy, Away or Offline.
3. For a teammate or team, Tonet writes a short note from the call: who's calling, what they need, what was promised. It says Tonet wrote this · edit. Change it if you like.
4. Click:
   • Talk to … first (teammates only): the caller goes on hold and you call your teammate to fill them in.
   • Send … now: the call goes straight to them.

The note shows on your teammate's ringing card and stays on their call card. A contact or typed number gets the call with no note.

After the call

The page shows Call ended, Tonet's summary and the next step. Click Edit the summary to change it.

Then Tonet checks the call against its recording (Tonet checks it in about 40 s). It corrects what it filled in, says why, and never changes what you typed. Each change has Undo, or click Undo all, here or later on the call's page.

You don't have to click anything. The call's tab goes by itself, unless your pointer is on it or you're typing.

If your account's call review is Required, or a required tag or field is empty, the tab waits for Done. See After-call review.

On the small card

Live transcript shows the newest line. Click Open for the whole call and its notes. Type in Add a note…, or click ✦ first to ask Tonet about the call.

To hide them, untick Live transcript or Note box in Profile › Call card. Managers still see the transcript.

What managers see

Owners and managers see each teammate's call in Live now on Overview, under Live transcript and notes.

• Type in Add a note for … to write to your teammate. It shows on their page as you post it. Click ✦ first to ask Tonet instead.
• Click the expand icon (Full page) to read along on your teammate's page. You can't end, hold, transfer or text from it. Esc goes back.
• Listen in and Whisper work there too. See Listen in on calls.

Where it works

A line set not to record gets no transcript: This line doesn’t record calls, so there’s no transcript. With Tonet AI off for your account, the live transcript still works, but Tonet doesn't fill, answer or write.

What it costs

When this month's credit is used up, Tonet stops searching unless the owner turned on Keep AI running after the included credit, and those questions get no answer. Tonet's work on calls counts toward your daily AI limits. See Turn it off, or cap it.

Next steps

• A call's page: the full transcript and summary after the call
• Knowledge: what Tonet answers callers from
• Listen in on calls: for owners and managers